Warranty

Incorrect Order Received
If you received something other than you ordered, please contact Customer Service within 48 hours of
receiving the item. We will provide an RMA and instructions on how to ship the product back. All shipping
costs will be covered by Real Flame upon proof that the item shipped was not on the original order.
Cancellation or Any Change to Order
If you need to cancel or change your order you must contact our Customer Service Department, 1-800-654-
1704, the same day that you placed your order. Some orders may ship the same day. We must know as soon
as possible about any cancellation or changes. Requesting a cancellation or change does not guarantee the
order will be cancelled or changed as the warehouse may have already pulled or shipped the order. Any
cancellation or change that has been requested once the warehouse has pulled, but not shipped, the order
will be subject to a 25% processing fee. If the order has shipped, the shipping costs as well as a 15%
restocking fee (if product is returned) will be charged. Any item returned without an RMA will not be
eligible for a refund. If an address adjustment is needed an $11 charge per package will be added to the
purchase price along with any other additional charges for the shipment.
Refunds
A refund will be issued within three to five weeks in the same form of payment used in the original
transaction. Our return department processes returns and issues credits once a week. If your item isn’t
received by that time it will be processed the following week.